The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit
More than 38 years ago, Rollin King and Herb Kelleher came together and decided to start a different kind of airline in Texas.
They began with one simple notion: “If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline.”
And they ended up being right!
They pride themselves on humorous slogans such as “Just Plane Smart” and “The Somebody Else Up There Who Loves You”
They have a CAO(Chief Apology Officer) who handles all customer complaints and apologies
Only operate Boeing 737’s to keep costs and fares low
For the thirty-seventh consecutive year, Southwest has posted a profit!
Leadership: the process of inspiring other to work hard to accomplish important tasks
The foundation for leadership success rests with an ability to make things happen in ways that serve the goals of the term or organization.
This is an issue of “power,” and leadership essentially begins with the ways a manager uses power to influence the behavior of other people